The Smiling Chatbot: Investigating Emotional Contagion in Human-to-Chatbot Service Interactions
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Product details
| Management number | 201817014 | Release Date | 2025/10/08 | List Price | $44.66 | Model Number | 201817014 | ||
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AI technologies are increasingly influencing private and service sectors, but research shows that service interactions are also driven by emotional components. This book investigates the effects of positive displayed emotions of a chatbot on service interactions, finding that it enriches the interactions by transmitting positive emotions that lead to a better evaluation of the service experienced.
Format: Paperback / softback
Length: 223 pages
Publication date: 02 December 2022
Publisher: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
The rapid advancements in artificial intelligence (AI) have propelled the widespread adoption of technologies built upon this transformative field. AI technologies are increasingly permeating private realms, while also exerting a significant impact on the service sector, where an increasing number of service encounters are facilitated by chatbots. However, it is worth noting that the proliferation of chatbots and the predominant emphasis on their functional advantages may seem to diverge from existing research findings that emphasize the role of emotional components in service interactions. A pivotal aspect in this context is the concept of emotional contagion, which refers to the unconscious transfer of emotions from employees to customers. Recognizing the potential for positive emotional contagion to enhance the evaluation of service transactions in the long run, this book aims to explore the effects of a chatbot expressing positive emotions. To achieve this, six consecutive studies were conducted. The findings revealed that the expression of positive emotions by a chatbot enriches the service interactions by transmitting positive emotions that, in turn, lead to a more favorable evaluation of the service experienced. Furthermore, it was demonstrated that these emotional reactions are contingent upon the personality traits of customers and the chatbot's appearance, represented through an avatar.
Weight: 325g
Dimension: 210 x 148 (mm)
ISBN-13: 9783658400279
Edition number: 1st ed. 2022
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